IT Service Desk Lead

University of North Carolina Charlotte

$66,654 - $91,649

United States, North Carolina, Charlotte

Apr 29, 2025

IT Service Desk Lead

Please see Special Instructions for more details.

UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist may be subject to a criminal background check and/or motor vehicle report.

Please upload reference information, including names, position titles, and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.

The Search Committee will not contact references without first verifying permission with the finalist.

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

Do not write 'see resume' on your application when completing the job duties section.
Please ensure your answers to the supplemental questions reflect the experience listed on your job application. (see the job duties section of previous employment).

Position Information

General Information

Vacancy Open to	All Candidates
Employment Type	Permanent - Full-time
If time-limited, note appointment end date
Hours per week	40
Months per year	12
Position Number	008051
NC Salary Grade Equivalency	IT05
Classification Title	Technology Support Analyst - Advanced
Working Title	IT Service Desk Lead
Salary Range	$66,654 - $91,649
Anticipate Hiring Range	$66,654 - $83,317
FLSA Status	Non Exempt
Division	OneIT
Department	Office of OneIT (Adm)
Work Unit	OneIT - Client Engagement
Work Schedule	8:00 am - 5:00 pm; Monday - Friday with occasional evening and weekend hours required, as necessary.
Primary Purpose of Position	The IT Service Desk Lead is responsible for assisting the IT Service Desk Manager with managing the operations of the Service Desk, which supports the University's mission. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The IT Service Desk Lead provides leadership, training, and mentoring to both full-time staff and student employees of the Service Desk and drives a culture of continual process improvement within the IT Service Desk Teams.
Minimum Education/Experience	Required Minimum Qualifications: Associate's degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and three years of experience in the information technology field related to the position's role; or Bachelor's degree from an appropriately accredited institution and two years experience in the information technology field related to the position's role; or Bachelor's degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience. University Preferred Qualifications: Graduation from a four-year college or university and two and one-half years of experience in the information technology field related to the position's role; or graduation from a two-year technical college with a major in computer science, information technology, and two and one-half years of information technology experience. Related information technology experience may be substituted on a year-for-year basis for the required education.
Essential Job Duties	Manage the Service Desk student technician staff of approx. 30 students annually, including recruitment, training, scheduling, coaching, discipline, and timesheet approvals. Manage student employment budget for the Service Desk; consult with Service Desk Manager on technician salaries and raises. Manage and supervise students working at the Call Center location, providing guidance on phone calls, remote access, portal and chatbot. Manage the day-to-day operations of the IT Walk-Up Centers which may be staffed by students and/or full-time staff and includes evening and weekend hours. Train, coach, and manage ~5 senior student technicians who help supervise the student staff during extended night and weekend hours. Develop solutions and form ad hoc work groups to analyze problems and communicate solutions effectively. Able to organize and lead complex and/or detailed technical procedures. Lead TeamDynamix incidents and requests to resolution. Partner with other OneIT teams to perform root cause analysis on chronic issues. Lead technical change implementations. Assist the Service Desk Manager with full-time staff deliverables. Manage full-time staff in the absence of the Service Desk Manager.
Other Work Responsibilities
Departmental Preferred Experience, Skills, Training/Education	Experience managing student workers Experience with TeamDynamix Previous Service Desk experience preferably with OneIT
Necessary Licenses or Certifications
Work Location	Kennedy
Posting date	04/29/2025
Closing date	05/13/2025
Proposed Hire Date	05/12/2025
Contact Information
Special Notes to Applicants	UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist may be subject to a criminal background check and/or motor vehicle report. Please upload reference information, including names, position titles, and company/institutions, phone numbers, and email addresses of at least two *current/previous supervisors.* The Search Committee will not contact references without first verifying permission with the *finalist*. Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section. Please ensure your answers to the supplemental questions reflect the experience listed on your job application. (see the job duties section of previous employment).

Posting Specific Questions

Required fields are indicated with an asterisk (*).

*
How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?

(Open Ended Question)
*
Do you have experience supervising students? If yes, please explain your experience.

(Open Ended Question)
*
Do you have experience using TeamDynamix? Please explain your experience.

(Open Ended Question)
*
Do you have previous IT Service Desk experience? Please explain your experience.

(Open Ended Question)

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest

Optional Documents

Contact Information for References